 Facilitate communication between Service Sales and Order Management to ensure
alignment on customer requirements
2. Case Management
 Manage and prioritize adaptation requests as individual cases throughout their
lifecycle
 Ensure seamless transition of cases to the development department with clear
specifications and requirements
 Track and report on case status, progress, and outcomes to relevant stakeholders
 Drive continuous improvement in case handling processes to increase efficiency and
customer satisfaction
 Manage escalations and resolve complex cases in coordination with cross-functional
teams
3. Global Scheduling
 Oversee the global distribution of adaptation tasks to ensure optimal resource
utilization
 Manage global scheduling to guarantee timely delivery of adaptation projects
 Coordinate with international teams to assign tasks based on capacity and expertise

 Monitor adherence to deadlines and proactively address scheduling conflicts or
delays
 Implement and optimize scheduling tools and processes
4. Order Clarification
 Lead the clarification of technical and commercial requirements with customers
 Act as a central point of contact for customer inquiries related to adaptation requests
 Ensure all customer specifications are accurately understood and communicated to
internal teams
 Facilitate workshops and meetings with customers to clarify needs and expectations
 Translate customer requirements into actionable tasks for development and project
teams

5. Process Development & Continuous Improvement
 Design, implement, and document the end-to-end Adaptation Request Management
process
 Establish best practices, standards, and guidelines for handling adaptation requests
 Continuously monitor and analyze process effectiveness, identifying areas for
improvement
 Lead process optimization initiatives and drive change management
 Foster a culture of continuous improvement within the team and across interfaces

6. Technical Sales
 Support the Sales team in technical consulting and presentation of adaptation
solutions to customers
 Analyze customer requirements and develop tailored, technically sound solution
proposals
 Prepare and evaluate technical offers in close collaboration with Sales and
Development
 Ensure offers are both technically feasible and commercially attractive
 Conduct product demonstrations, workshops, and customer trainings for adaptation
projects
 Actively participate in offer calculation and negotiation processes with customers
regarding technical aspects
 Serve as an interface between Sales, Development, and Customers to clarify
technical questions
 Support identification of new business opportunities through technical expertise and
market observation
 Document technical sales activities and continuously analyze customer feedback to
improve the product portfolio

7. Software Download Portal Administration
 User and access rights management
 Publication of software components
 Metadata maintenance and optimization
Deliverables: Secure, compliant, and user-friendly portal operation.
Reporting
 Regular Status Reporting:
Preparation and distribution of weekly/monthly reports on the progress, status, and
outcomes of adaptation requests to management and relevant stakeholders.
 KPI Monitoring:
Tracking, analyzing, and visualizing key performance indicators (KPIs) such as Turn
Around Time, Fulfillment Rate, Customer Satisfaction, First-Time Right Rate, and
Escalation Rate.
 Process Performance Analysis:
Evaluation of process efficiency and identification of bottlenecks or areas for
improvement based on quantitative and qualitative data.
 Customer Feedback Reporting:
Collecting, summarizing, and presenting customer feedback and satisfaction scores
related to adaptation requests.
 Escalation and Issue Reporting:
Timely reporting and documentation of escalated cases, including root cause
analysis and proposed solutions.
 Forecasting and Resource Planning:
Reporting on expected workload, resource utilization, and capacity requirements to
support global scheduling and strategic planning.
 Ad-hoc Reports:
Creation of ad-hoc reports as requested by management or other departments to
address specific issues or questions.
 Presentation of Results:
Preparing and presenting report findings in management meetings, steering
committees, and cross-functional workshops.
Interfaces
 Business Champion

 Adaptation Execution & Software delivery
 Customer Project Manager
 Order Management
 Service Sales
 Customer

Success Metrics (Examples)
1. Turn Around Time (TAT)
 Definition: Average time from receipt of an adaptation request to delivery of the
solution or product.
 Example KPI:
o Average Turn Around Time for adaptation requests: 80% of deliveries
according to lead time in service catalogue

2. Fulfillment Rate
 Definition: Percentage of adaptation requests successfully delivered according to
customer requirements and within agreed timelines.
 Example KPI:
o Fulfillment Rate: > 90% of adaptation requests delivered on time and as
specified
3. First-Time FixRate
 Definition: Percentage of adaptation requests completed without the need for
rework or clarification.
 Example KPI:
o First-Time Right Rate: > 90%

experience

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